Firm performance
The IT implementation into the Customer Service Department (CSD) provides the firm with a competitive advantage
The IT implementation into the CSD enables the firm to respond more quickly to change
Strategic benefits characterize the attainment of competitive advantage more so than operational benefits (Melville et al., 2004; Wade and Hulland, 2004). Since strategic benefits represent the external effectiveness of the focal firm vis-à-vis its competitors (Barney, 1991; Peteraf and Barney, 2003), an IT-enabled resource’s value, rarity, inimitability, and non-substitutability are expected to play a significant role in affecting those benefits.
H5a. Each of an IT-enabled resource’s value and rarity is positively linked to operational benefits.
H5b. Each of an IT-enabled resource’s value, rarity, inimitability, and non-substitutability is positively linked to strategic benefits.